Customer Experience Data Strategy Manager

Key Skills

Azure, A/B Testing, Data Analytics

Job Description

The Customer Experience & Digital Innovation (CXDI) team is developing new capabilities that will prepare US Pharmaceuticals to lead in the future healthcare environment that continues to be disrupted and transformed. This exciting new role ensures the enablement of the Customer Experience data road map serving as an enabler of actionable insights and personalized digital customer experiences for GSK’s US Pharmaceutical business.

The Customer Experience Data Strategy Manager will be a key partner across the organization, regularly interacting with other Directors and Sr. Directors across CXDI, Pharma Tech, Customer Insights and Operations (CIO) and brand marketing teams to gather requirements needed to support new capabilities.

The role has a broad scope, informing the data and systems required for digital marketing, digital optimization, and digital customer experience (including micro-segmentation and personalization), and the critical intersections with data and systems that fall outside of this remit. Channels and systems in scope include paid and social media, websites and personalization, audience segmentation and management, experimentation and digital analytics, 1st party customer and visitor data management, and attribution and mix model collaboration.

This role will provide/gives YOU the opportunity to lead key activities to progress YOUR career, these responsibilities include some of the following:

• Oversees completion of data related projects to achieve strategic business goals and operational objectives, while influencing sequencing and scheduling of work.
• Actively promote the importance of analytics and a performance management culture with data-driven decision making within the market.
• Partners with Technology and Data stakeholders to improve the definition of a unified customer view both informed by and triggering experiences across both digital and non-digital channels.
• Assesses digital experience infrastructure to identify gaps and future needs, which include a single solution (e.g., Customer Data Platform) or a suite of tools from a large vendor.
• Applies expertise by identifying digital data needed to deliver marketing ecosystem capabilities (e.g., personalization, micro-segmentation) and identifies risks and opportunities to enhance capability development.
• Optimizes processes by finding inefficiencies in data-to-decision across digital analytics, personalization, business intelligence, and experimentation and recommends solutions to improve.
• Ensure data is readily available to support metrics and models; promote cohesive and integrated decision-making with the department / CIO/U.S. Pharma as a whole.
• Define tagging and measurement framework to support KPIs
• Identify data required to build and enhance customer profiles and customer behavioral models. This may include licensing 2nd and 3rd party digital data.
• Ensures data usage meets privacy policies and industry compliance and regulatory requirements.
• Adheres to governance rigor of existing data mart processes, procedures, controls, standards, tools and templates (as required).

Other locations

Our preference is to have employees live and work near one of our hubs in PA or NC. This said, if your specific situation has you living further away than what is a reasonable commute, don’t let that stop you from applying. We may be able to consider alternatives.

Why You?

Basic Qualifications:

We are looking for professionals with these required skills to achieve our goals:

• Bachelor’s degree
• 2+ years of experience with digital data and personalization solutions to include Marketing Cloud vendors, Customer Data Platforms (CDPs), Data Management Platforms (DMPs), Campaign Orchestration, Digital Analytics, Demand Side Platforms (DSPs), A/B Testing / Personalization Engines, Product Recommendation Engines, Tag Management Solutions, Digital Attribution, and Data Onboarding

Preferred Qualifications:

If you have the following characteristics, it would be a plus:

• Master’s degree in analytics, data science or related field
• Experience working in a large, highly matrixed, enterprise with competing priorities across teams
• Organized, structured, analytical and logical; strong problem-solving skills
• Experience working within the Microsoft Azure cloud environment
• Product Management experience, ideally in Lean/Agile/DevOps environments
• Demonstrated strategic thinking, analysis, technical and decision-making skills
• Proven ability to manage multiple priorities, and keep projects on track to meet deadlines
• Able to work independently, with minimal direction

Why GSK?

Our values and expectations are at the heart of everything we do and form an important part of our culture.

These include Patient focus, Transparency, Respect, Integrity along with Courage, Accountability, Development, and Teamwork. As GSK focuses on our values and expectations and a culture of innovation, performance, and trust, the successful candidate will demonstrate the following capabilities:

• Agile and distributed decision-making – using evidence and applying judgement to balance pace, rigor and risk.
• Managing individual and team performance.
• Committed to delivering high quality results, overcoming challenges, focusing on what matters, execution.
• Implementing change initiatives and leading change.
• Sustaining energy and well-being, building resilience in teams.
• Continuously looking for opportunities to learn, build skills and share learning both internally and externally.
• Developing people and building a talent pipeline.
• Translating strategy into action - a compelling narrative, motivating others, setting objectives and delegation.
• Building strong relationships and collaboration, managing trusted stakeholder relationships internally and externally.
• Budgeting and forecasting, commercial and financial acumen.